The objective of the current paper was to analyze the relationship between service quality reflected by its five traditional dimensions (tangibles, reliability, responsiveness, assurance, and empathy), on one hand, and brand loyalty related aspects such as overall satisfaction, repurchase...

Even though the concept of loyalty has been a key issue in tourism destination marketing for the last decades, the issue of customer loyalty in the case of travel agencies seems to be less emphasized in the specialized literature. The current research is part of a larger study directed at...

Purpose: This study aims to reexamine the discriminant validity of the customer-based corporate reputation (CBR) scale in both its original and short forms. Design/methodology/approach: The authors used data from end-use customers in two countries and two service industries. Results obtained in...

Purpose: Big data and analytics are being increasingly used by tourism and hospitality organisations (THOs) to provide insights and to inform critical business decisions. Particularly in times of crisis and uncertainty data analytics supports THOs to acquire the knowledge needed to ensure...

Purpose – The purpose of this paper is to investigate the extent to which the largest Romanian travel agencies communicate their CSR practices and policies in the online environment, as reflected by the contents of their websites and social media pages, outlining the manner of this online...

Considering the increasing importance of brand loyalty in the context of fierce competition, the paper aimed at empirically investigating, among urban Romanian consumers, the relationship between some of the major dimensions of brand loyalty. Measurement was conducted through five indicators:...

Marketing specialists widely accept that brand loyalty, as core component of brand equity, can leverage several positive effects on brand commercial performance and on other dimensions of brand equity, loyalty being both an input and an output from this perspective. Starting from the supposition...

Brand awareness, as one of the fundamental dimensions of brand equity, is often considered to be a prerequisite of consumers’ buying decision, as it represents the main factor for including a brand in the consideration set. Brand awareness can also influence consumers’ perceived risk...

Nowadays, brands are companies’ most valuable assets, adding both economic and strategic value to its proprietors. During the last years, brand valuation has been an intensively analyzed subject among marketing specialists. The value of this asset is often referred to as brand equity which is...